Guest Services Manager

BIRMINGHAM ZOO INC • Birmingham, AL

105d

About The Position

The Guest Services Manager is responsible for operation of the front gate, including general admissions, membership sales, group sales, and other revenue generation functions. Responsibilities also include managing Guest Services staff in an efficient and accurate manner.

Requirements

• Preferred college degree in accounting, business administration, finance or related field from a two or four-year college or university, or experience comparable to degree
• Required minimum 4 years experience working in cash-handling, customer-facing role
• Required minimum 2 years supervisory experience with a proven ability to plan, organize and direct work programs and supervise staff
• Proven ability to perform basic math and understand basic accounting and cash handling required
• Ability to plan and organize work in an efficient and cost-effective manner
• Must be self-motivated and driven to succeed
• Ability to adhere to standard operating policies and procedures
• Proficient in use of Microsoft Office, Windows-based software, and point of sale systems
• Must have excellent written and verbal communication skills; have high energy and enthusiasm for completion of tasks; possess team building skills; and has the ability to handle multiple tasks and meet deadlines
• Must have ability to foster teamwork within and across teams to successfully benefit the Zoo as a whole
• Must have a current, valid driver’s license with no major traffic violations within the last three years

Responsibilities

• Models and maintains customer service standards to front gate staff ensuring all are focused on visitors’ needs at the Zoo
• Helps Guest Services staff provide exemplary customer service to Zoo guests with the goal of maintaining and building the Zoo’s member base and groups attendance
• Regularly performs opening and/or closing duties
• Implements sustainable practices in daily tasks
• Manages staff payroll, including time corrections, approving time off, and granting final time card approval
• Trains Guest Services staff and ensures cash handling procedures are followed
• Assigns cashiers to special events (Zoo and/or client sponsored) and takes a lead in providing cashier duties as needed
• Plans, assigns and reviews the work of all Guest Services staff
• Confirms and approves weekly work schedules for Guest Services staff as generated by Guest Services Supervisor
• Acts on employee problems and issues. Conducts disciplinary action as necessary, performance reviews as required, discharge recommendations, and candidate candidates for hire
• Troubleshoots guest issues or complaints
• Maintains asset security from thief and ensures proper, working security system is in place
• Ensures the cash handling procedures per Finance Department protocol are being followed
• Oversees membership and group sales and implementation by Guest Services team
• Oversees planning and execution of busy groups days at the front gate and groups entrance
• Ensures strict safety protocols are being followed
• Assists as needed in researching any cash/credit card discrepancies that occur during normal closing or called to the department’s attention by the Finance department
• Maintains accurate inventory and security of resources such as ticket stock, wrist bands, computers, printers, and other supplies needed for Guest Services
• Develops and executes short-term and long-term strategic plans and budgets for membership and group sales
• Runs membership and groups revenue and attendance inquiries and completes monthly reporting for both
• Develops marketing and promotion of memberships by working with Marketing and Development departments
• Creates and implements plan to measure success of membership and groups sales strategies
• Ensures distribution of daily statistics and various other reports
• Develops, organizes and oversees general admission ticketing through POS system
• Responsible for knowledge of admission information, ticket creation, and all general admission management in POS system along with back of house reporting
• Maintains communication with Finance through daily reports and occasional meetings
• Maintains communication with Marketing and Special Events through regular meetings
• Recommends cash room procedure changes to Finance
• Plans and executes member events and programs
• Attends Development meetings as needed; works closely with Development to coordinate contacts in corporate community
• Communicates weekly activities that involve Front Gate/Admissions area
• Reconciles monthly bill from SSA (for group lunches) and reports to Finance
• Creates and analyzes group survey responses to better meet the needs of future groups
• Assists with weekly and monthly groups administrative duties as needed
• Interfaces with IT to troubleshoot/solve issues
• Acts as content manager for general admission information on BZI website
• Manages content for membership and groups information on BZI website
• Works with outside vendors concerning the POS, vending of tokens, vending of Penny Press, vending of photo booth, vending of Wind Tunnel
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees